Jetblue Airways

Twice a year for 9 years my wife and I fly to family in California and it is a full day trip. We are both handicapped and it has always been hard on us and we were always made to feel like a burden by airlines employees. This year we took Jetblue for the nonstop flight even though Boston airport is over an hours drive. Customer service addressed our special needs from the very start with booking the flight over the phone to finish getting our luggage there and back home and I didn't feel helpless about having a disability.

My Jetblue flight was canceled 2 hourse before departure. They rescheduled me on a flight 7 hours later, and I found a flight on another airline. The return was on Jetblue. When I went online to select a seat, I was presented with a grand total of 0 seats from which to chose without paying the upgrade fee. How could there be 0 seats when I don't have one? Next flight planned a couple of weeks in advance. Go online to pick a seat - 0 seats available! I don't get a seat until I get to the airport - last row, middle seat. On the return leg, I go online again and zip. So I call customer service. After 10 minutes on hold, I explain and am told that it's because I got on the site late. Well, it's not a problem, you'll get a seat. Sure I will, last row, middle, perhaps? After a few minutes of snarky attitude I ask for a supervisor. Literally 25 minutes later I hung up without ever speaking to a supervisor.

We fly JetBlue about 3 times a year, and every time it's satisfying. The legroom is great in even more space, the television is great for entertainment and they actually give you something more than peanuts. Also, every here and there the flight is over two hours and you can get eat up's (which include cheese up, meat up and many more).

MSY to BOS on 6th July. I was initially confused and frustrated by the online check in process - they assign seats upon arrival at the gate, and you can only reserve online if you wish to pay for 'More Space' seats in advance. Both the phone and Twitter operatives were helpful when I raised this with them. We arrived at the gate with about an hour to spare, gate staff could not have been more helpful. We asked to have two seats together and were told that this would be resolved once the staff had logged in. 15 minutes later, we were called to the desk and found that we had been assigned to More Legroom at no extra cost. We were delighted with this and the seats were very comfortable. We also loved the DirectTv and Sirius Radio live streaming to the aircraft, a unique touch. The unlimited soft drinks and snacks were appreciated. The flight staff were attentive and approachable. The captain coming out to make the pre-flight briefing personally was a great touch. There was an on-ground delay of an hour due to bad weather in Washington, but the captain kept us fully informed of everything that was going on and since they had the foresight to switch the entertainment on prior to take-off (why doesn't every airline do that), we barely noticed.

Our flight was delayed because of a mechanical error and I was okay until they suggested my family of 4 go on a flight the next day. It was our first vacation in 3 years, and my dad saved up 3 years worth of vacation days for this trip. They offered to give us Jetblue vouchers. Period. Our hotel, rental car, and vacation plan fees were thrown down the toilet, and they only offered vouchers. Like I'll ever ride on Jetblue again. Also, they acted like they were doing a huge favor by saying our delayed flight was paid by them. We didn't get a refund so we just paid for a later flight. This infuriated me and I tried to explain that it wasn't free for us, and the woman from Jetblue kept saying it was paid by them. So I asked if I could get a refund for the original flight and they said no. I was so mad but couldn't cancel because of the fees for hotel, car, food, and other reservations weren't refundable. It was just an overall horrible experience and ended up in two of us in tears.

Comically mismanaged operation. Problems began when the departure gate was mobbed- seems an earlier flight had 'technical problems', so it departed an hour late at my original gate. We were then redirected to an alternate gate, and waited. And waited. And waited. They now had us waiting on the plane with 'technical problems' and they basically had the other flight go out with our intended jet, and we were stuck. It took text message from my daughter thousands of miles away to inform me the flight was finally cancelled. Not one word from JetBlue staff at the boarding gate. Finally, 2 hours after scheduled departure, they announced baggage was at the carousel, and "being monitored by JetBlue associates" I went down to claim my bag - no JetBlue staff in sight. I quickly went to ticketing, got an apology and refund from the embarrassed support staff, and proceeded to Southwest, where I ended up having to pay +$500 more for their next direct flight with a confirmed seat. I understand this is a mechanical industry and there will be problems, but it's how an airline manages the problem that is a mark of their business integrity and customer focus. How a major airline doesn't keep a backup vessel on site is mind boggling to me, let alone the abject lack of communication to the paying customer.

It was the first time my children had flown, so I wanted it to be good. From the beginning, JetBlue kept me happy. I had TSA precheck when we arrived, and I didn't ask for it. When we boarded the plane, we boarded first because we had a small child. There was no extra charge for this. Our flight took off 20 min early so we arrived early. During the flight, we were quickly offered snacks and a drink. The attendant came around selling ear buds for $5 to use with the TV at each seat. Having your own TV made the flight enjoyable. At the end of the flight, deplaning was just as pleasant. The price was also better than anyone else, and there were no problems with my luggage. One more thing-my very picky husband who is 6'3" had plenty of legroom. We did not upgrade to even more space, but he still had plenty of legroom and was very comfortable in a normal seat!

It started out good with complimentary baggage check, drink, and a snack; however on the return flight things quickly changed to bad. Beware of cheap flights - you pay for what you get! Flight delayed an hour, then sat for 2 hours due to mechanical reasons. This company is not considerate of customers or handicap customers and worst they do not partner with domestic airlines - only international airlines therefore if you miss your flight you are out of luck until the next one. The best you are getting is a food voucher.

On a flight back to Detroit Metro Airport from Boston Logan, May 28, 2015. First, while we waited to board the flight, the woman at counter announced: "We are having trouble locating our flight crew, sorry for the delay" (about 15 min. at this time). Another 10 min. goes by and she announces: "We know our crew is here somewhere because they flew in, we hope it is just a few more min." The third time she said "we have located our crew and it should only be about 10-15 more min. until boarding." We finally board the plane and we never hear from our captain until "prepare for landing." I have never been on a flight that I didn't hear from the captain before, during, and just before landing.

Flight(s) from CHS to DCA and back. Not allowed to select seat assignment when checking in online evening before flights (unless paying for premium seats) poor attitude from airline staff at DCA when I expressed frustration. While speaking with an agent another interrupted the conversation offering his unsolicited opinion. Funny seated dead last group 3 in last available seat. Coincidence? Please note staff at CHS very kind.